Complaints Handler



Salary: £22,000 - £25,000 Depending on experience



Hours: Monday - Friday 9am - 5pm



Location: Tunbridge Wells



About Our Client



Specialising in Motor Insurance, we pride ourselves on delivering first class service, ensuring the customer has a smooth and stress-free experience. With big ambitions for the future, we are looking for individuals who want to join an award winning, Champion Status Investors In People Company. The Company are also proud to be classified as one of the best companies to work for in the UK on the Sunday Times list.


Overview



Manage the complaints process by taking ownership of individual cases and resolving satisfactorily and in accordance with FCA / FSC and TCF principles. Ensure customers are treated in a fair and consistent manner.



Assist the Customer Experience team in maintaining statistical and root cause analysis in respect of complaints to aid the business in continually improving performance.





The Job Role

* Manage own caseload, ensuring all complaints are handled within required deadlines and FCA/FSC requirements from receipt to conclusion. Ensure a fair and clear outcome is reached in accordance with TCF principles
* For each complaint, establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible. Make follow up contact to discuss the outcome reached
* Contact internal and external parties for relevant information required to investigate and close the complaint
* Ensure the complaints database is updated and that information held is accurate
* Ensure that all complaints are handled with the highest possible standard of customer care
* Assist with TCF feedback and provide recommendations for improvement
* Keep up to date with regulatory and legislative changes, with particular attention to FOS decision making and outcomes
* Keep up to date with organisational changes to policies and processes

Know, understand and apply the principles of TCF, and report any potential area of risk to your line manager.Performance Indicators





* Accurate logging and recording of complaints records
* Effective verbal and written communication with customers to drive effective complaints handling
* Meet and exceed KPIs and Quality Audit targets for phone and file audits consistently
* Meet and exceed agreed productivity targets
* Complaints handled in accordance with regulatory requirements

Adherence to FCA, TCF and DPA regulations



The Successful Applicant



* 2 year's customer service experience is required, supported by knowledge of FCA and FOS regulatory guidelines
* First class customer service skills and a positive approach, is essential
* High standard of written and telephone communication skills, ability to communicate effectively at all levels.
* Motor insurance background is desirable
* Demonstrates good organisation and time management skills
* Willingness to develop self and new skills
* Desire to take ownership of issues and resolve.
* Excellent record keeping, accuracy and attention to detail are essential



What's on Offer

* 22 days annual leave plus bank holidays
* 5% pension contribution scheme
* Healthcare benefits
* Life assurance
* Fantastic savings across over 250 big name brands including dining, entertainment, days out and much more